Support

Something not right?

Most problems have a quick fix below. If not, email support@lowfire.ly and a person will help.

Windows says it protected my PC

Our installers aren't code-signed yet, so SmartScreen warns about them while they're new. Choose More info, then Run anyway. You can check the file's SHA-256 first.

A game won't start or crashes

In Hearth, open the game and choose Manage → Verify files. Hearth checks every file; if any are damaged, Repair rebuilds just those. If it still crashes, the Logs tab lists crash reports: send us a support zip (below).

An update broke something

Open the game in Hearth and choose Manage → Roll back to return to the version you had before. Your saves and settings are kept. Then tell us what happened.

Hearth says it can't reach the Lowfire servers

Installed games still play. Check your connection or firewall (Hearth only needs cdn.lowfire.ly), then press F5 or Try again. Offline mode in Settings stops Hearth from trying.

A mod stopped a game from working

Switch mods off in the game's Mods tab in Hearth, then turn them back on one at a time. Hearth also warns about conflicts, missing dependencies and mods made for a newer version.

Where are my saves and settings?

In %APPDATA%\<game name>, or in a userdata folder next to the game in portable mode. Uninstalling keeps them unless you choose to remove them.

How do I uninstall?

From Windows Settings → Apps, or from Hearth with Manage → Uninstall. Saves are kept unless you ask for them to be removed.

Send a support zip

In Hearth, open the game's Logs tab and choose Export for support (for Hearth itself: Settings → Export Hearth logs). It makes a zip, by default in Documents\Lowfire Support. Nothing is uploaded: attach it to an email to support@lowfire.ly.

It contains the game's logs and crash reports, its settings file, the names of installed mods, the result of a file check, the install folder path and a system summary (Windows version, processor, memory, language). Open it first if you want to check.

When you write, tell us the game and version, what you did, what you expected and what happened instead. A screenshot helps.

Refunds

Bought on a store (for example Steam): the store's refund policy applies and the store handles the refund. Ask them first; we can't refund store purchases ourselves.

Bought from us directly: email support@lowfire.ly within 14 days of buying, with your order details. If you've played for less than two hours, we'll refund you, no questions asked. Outside that, tell us what went wrong and we'll be fair.

Free things (Hearth, demos, free games) cost nothing, so there's nothing to refund, but support is the same for everyone.

Your legal rights as a consumer, for example in the EU or UK, still apply and aren't limited by this. The full text is in our refund policy.